Job: Customer Relations Officer (Level 4)

Title Customer Relations Officer (Level 4)
Categories Customer Relations Officer (Level 4)
Salary [Salary Scale: $1,247,464 – $1,486,366 p.a.]
Start Date 05/11/2018
End Date 16/11/2018
Location Kingston
Job Information


To courteously serve the Agency’s customers by effectively handling customer queries and complaints, providing accurate information and timely processing of specialized applications


  • Customers served
  • Reports and relevant records logged to the system
  • General enquires answered
  • Reports provided on time


  • Respond to customer queries via multimedia such as email, web-chat and telephone
  • Logs receipt of police report to the system in relation to lost/stolen Passports or Travel
  • Permit; advises customers on turnaround times for processing of replacement as well as the application process as required
  • Advises customers of the policies, procedures and varying fee structure/service charges for passport, immigration or citizenship services
  • Receives customer queries and complaints and provides general information and advice to the public via various media to include telephone, online chatrooms, electronic mail, mail or in person
  • Flags applications for investigation of suspected fraud, identity theft and other breaches of regulations; discretely alerts Investigation Unit of presence of applicants as required
  • Participates in job rotation in the Unit to broaden skills, fill gaps and improve service delivery to customers
  • Participates as scheduled in Mobiles
  • Performs other related duties that may be assigned

KEY COMPETENCIES: The post holder needs to demonstrate the following competencies

  • Sound knowledge of the policies and procedures for processing applications
  • Working knowledge of laws and regulations governing Citizenship, Immigration and Passports in Jamaica including the Jamaican Nationality Act
  • Sound knowledge of Computer Applications to include word processing and spreadsheet
  • Good customer service and interviewing skills
  • Sound interpersonal skills, including handling conflicts, listening globally and interpret appropriately intended messages within the context of language, cultural and “noise” in the environment
  • Ability to communicate effectively both orally and in writing
  • Ability to work on own initiative within the parameters of policies, procedures and regulations
  • Ability to communicate effectively both orally and in writing
  • Ability to use policies, procedures and laws to make intake decisions
  • Demonstrated resilience in working with difficult customers

QUALIFICATIONS – Education and Experience:

  • Diploma in Public Administration, Management Studies, Business Administration or equivalent qualifications
  • BPO experience an asset
  • Three (3) years’ work experience in customer service or related field


Aleta Bartley (Ms.)
Director, Human Resources, Assigned
If you believe you possess the above qualities and a strong desire to help the Agency fulfill its mandate, you are invited to visit our website for details. Submission of applications accompanied by detailed resume including the names of two (2) references should be submitted via the web to:Director, Human Resources
Passport Immigration & Citizenship Agency; 8 Waterloo Road, Kingston 10

No hand delivered application will be accepted
We appreciate your interest in these positions; however only shortlisted applicants will be contacted.

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